Customer Service Representative (Calls, Emails & Text Support)

Location: Melvindale, MI 48122 (100% Onsite)

Duration: 3 Months with possible extension

Work Hours: Monday Friday, 8:15 AM 5:00 PM

Pay Rate: $17.00/hr. W2 All Inclusive

Experience Required: 2+ Years

Job Overview

The Customer Service Representative provides high-quality multi-channel support (phone calls, emails, texts) and problem resolution to customers, ensuring service standards and enhancing the customer experience. The CSR also performs data entry, frame ordering, and follow-up actions, escalating unresolved issues to appropriate channels.

Major Duties & Responsibilities

• Assist customers via incoming/outgoing calls, emails, and text communication.
• Resolve customer issues using department tools, business judgment, and internal resources.
• Maintain accurate data entry for frame orders, customer inquiries, and follow-ups.
• Handle high call volumes efficiently (average 40 60 incoming calls/day, 10 20 outgoing calls/day).
• Track follow-through actions for each communication (average 5 15 minutes per item).
• Serve as a positive role model, demonstrating professionalism, teamwork, and continuous performance improvement.
• Ensure productivity, revenue generation, and quality levels are met.
• Maintain courteous and professional communication at all times.
• Support escalation processes for unresolved customer issues.
• Collaborate effectively with supervisors, team leads, and other departments.

Specific Skills Required

Mandatory / Core Skills:

• Computer operation / efficiency
• Strong communication skills
• Detail-oriented
• Incoming/Outgoing phone calls
• Multi-channel communication (email, text)

Desirable / Preferred Skills:

• Multitasking
• Customer service or optical experience
• Excel proficiency (creating sheets & formulas)
• DVI software knowledge

Education: High School Diploma or G.E.D minimum